Summary
Swarm Group is working with ABA Insurance to help find a Customer Service Apprentice. This apprenticeship offers an exciting opportunity to gain a variety of skills to build a great career. If you're looking to be part of a team within a well-established company that provides a supportive family atmosphere, this is the ideal opportunity for you.
Wage
£15,000 a year
Training course
Customer service practitioner (level 2)
Hours
Core working hours will be 35 hours per week from 9.00am to 5.00pm, Monday to Friday. This role is office-based.
35 hours a week
Possible start date
Thursday 1 May
Duration
1 year
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Communicate with customers and provide updates on their policies
* Handle inquiries efficiently, whether by telephone or email
* Perform ad hoc administrative tasks to support the broader team
* Answer phone calls and contact insurers to obtain quotes
* Collaborate closely with the Property Sales team to improve performance across all related areas
* Develop skills to communicate effectively with customers, ensuring a high standard of clarity and accuracy in both verbal and written communication
Where you’ll work
Suite 39 and Suite 34
Fleet House, Springhead Enterprise Park
Springhead Road, Northfleet
Kent
DA11 8HJ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
SWARM APPRENTICESHIPS C.I.C
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
Training will be with us – Swarm Training, a national provider of apprenticeships throughout the UK. The successful candidate will work towards the Level 2 Customer Service qualification. This apprenticeship will take 12-14 months to complete with assessments.
The apprentice is required to complete a minimum of 6 hours per week during working hours, working towards achieving the qualification. A tutor will conduct training sessions once a month, where the apprentice will be allocated tasks to be completed during working hours.
Requirements
Desirable qualifications
GCSE in:
* English and Maths (grade C/4 or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* Organisation skills
* Team working
* Interpersonal skills
* Positive attitude towards work
* Ambitious and driven
* Willingness to learn